The title of this post is definitely loaded, and the double meaning is fully intended. Getting customer service “right” as part of your small business operations is critical to your success. That means the right hires, the right training, the right tools (from scripts to knowledgebase to CRM and ticketing systems), the right coaching, and most importantly the right mindset for not only your care team itself but the entire organization. It also means front line representatives that give correct, accurate information to customers that solves problems rather than exacerbating them.
Getting both right is not easy, but it can pay enormous dividends in terms of satisfied loyal customers who not only provide a consistent revenue stream via repeat purchases, but also turn into your brand promoters.
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